Using ServiceNOw to bill for IT Services

[djtaylor]

All,

I am from a County Organization that is using the ServiceNow Platform for ITSM and ITBM.  We want to begin billing the various departments in the county for IT services provided.  Are any organizations using ServiceNow to bill for IT Services?  If so how are you billing for services, by time worked, by the service provided etc...

Any suggestions?

Thank you

Dennis

[Brian B1]

We definitely have an interest ins something like this. Any updates? 

I did run across this page when searching... 
https://stanford.service-now.com/it_services?id=kb_article&number=KB00018715

Although it references ServiceNow (to request access) not sure it is reported in ServiceNow. It is a very cool dashboard interface that could work well for customers. Would be great if ServiceNow could be configured to deliver a dashboard like this

[IngaB]

Hi Brian -  Just putting this out there in case you're still in the market - the short version, we actually do Public Sector Chargeback (not showback, but full ledger based GASB compliant billing) for state shared services organizations and their agencies and departments.  If you're still looking, some great information below.  

Perspective from my experience working with state and county shared services organizations - a lot of what’s mentionedin this chain - like showback reporting and tracking service usage in ServiceNow—is a good first step, but most organizations we're working with are now being asked to go further and actually bill departments based on real usage (chargeback), not just report on it.

The Difference:

• Automated Data Collection: We can integrate with ServiceNow (or other systems) to pull detailed records—time, tickets, assets, cloud usage, communications usage, devices, etc.—across all departments.

• Cost Allocation Rules: Instead of just reporting service consumption, we configure business rules to allocate costs precisely (e.g., by user, project, department, or specific services like SaaS, infrastructure, support, telecom, etc.) as determined by your internal rules. 

• Billing Engine: These allocations feed into an actual billing engine, which calculates each department’s monthly charges according to contract terms, rates, markups, and compliance requirements (GASB/GAAP, etc.).

• Invoice Generation & Reconciliation: The platform produces invoices or internal bills for each department. Reconciliation workflows help ensure departments are only charged for what they use, and disputes or adjustments are tracked transparently.

• Audit & Reporting: Every charge is audit-ready, which is critical for public sector compliance.

This moves organizations from showback (awareness, no “teeth”) to true chargeback, where departments are financially accountable and make better decisions about IT usage.  

Let me know if you're still interested.  

[Carter1]

Hi Brian,

I work for Proven Optics and we have a Billing application available through the ServiceNow store built for this exact use case. We have worked with many organizations, including public sector entities and universities, to facilitate billing for IT Services. The dashboards we deliver are similar to your example above and accessible directly on the platform.

Here's a link to our ServiceNow store application for more information: Proven Optics | Billing & IT Cost Recovery

Feel free to reach out to us directly or talk to your ServiceNow sales representative for more information!